System and Method for Voice Activated Provisioning of Telecommunication Services

ABSTRACT

A system and method for provisioning communications services. A remote device controlled by a user is linked with a provisioning system. A verbal selection of a menu associated with a library is received for performing one or more actions within the provisioning system. One or more verbal commands associated with the menu are received. A determination is made of an action within the library associated with the one or more verbal commands. The action associated with the one or more verbal commands is performed in the provisioning system to provision the communications services.

FIELD OF THE INVENTION

The present invention relates, generally, to telecommunication systemsand, more particularly, to a method and system for voice-activatedprovisioning of telecommunication services.

BACKGROUND OF THE INVENTION

The use of and development of communications has grown nearlyexponentially in recent years. The growth is fueled by larger networkswith more reliable protocols and better communications hardwareavailable to service providers and consumers. Provisioningtelecommunications circuits and resources locally and remotely is veryimportant to meet user needs by providing communications services.Provisioning telecommunications circuits and resources may be veryrepetitive. In some cases, extensive data entry and trainingrequirements increase the time and errors that occur duringprovisioning.

SUMMARY OF THE INVENTION

One embodiment provides a system and method for provisioningcommunications services. A remote device controlled by a user may belinked with a provisioning system. A verbal selection of a menuassociated with a library may be received for performing one or moreactions within the provisioning system. One or more verbal commandsassociated with the menu may be received. A determination may be made ofan action within the library associated with the one or more verbalcommands. The action associated with the one or more verbal commands maybe performed in the provisioning system to provision the communicationsservices.

Another embodiment provides a voice controlled provisioning system. Thesystem may include a voice response system for detecting one or moreverbal commands received from a remote device operated by a user. Thesystem may also include multiple menus in communications with the voiceresponse system. The menus may be selected based on a voice command. Thesystem may also include multiple libraries associated with each of themenus. The libraries may include multiple voice commands associated withone or more actions. The system may also include a control incommunication with the voice response system. The control may beconfigured to implement an action associated with one or more verbalcommands to provision communications services.

Yet another embodiment provides a voice controlled provisioning system.The system may include a processor for executing a set of instructionsand a memory for storing a set of instructions. The set of instructionsmay be operable to link a remote device controlled by a user with aprovisional system, receive a verbal selection of a menu associated witha library for performing one or more actions within the provisioningsystem, receive one or more verbal commands associated with the menu,determine an action within the library associated with the one or moreverbal commands, and perform the action associated with the one or moreverbal commands in the provisioning system to provision thecommunications services.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and constitute apart of this specification, illustrate embodiments of the presentinvention.

FIG. 1 is a pictorial representation of a communications environment inaccordance with an illustrative embodiment;

FIG. 2 is pictorial representation of a communications environment inaccordance with an illustrative embodiment;

FIG. 3 is a block diagram of a provisioning system in accordance with anillustrative embodiment; and

FIG. 4 is flowchart of a process for provisioning based on voicecommands in accordance with an illustrative embodiment.

DETAILED DESCRIPTION OF THE PRESENTLY PREFERRED EMBODIMENTS

Illustrative embodiments provide a system and method for voice activatedprovisioning of circuits, equipment, and resources for telecommunicationservices. In telecommunications and as used herein, provisioning meansproviding telecommunications services to the user or customer, includingtransmission, wiring, and equipment. Provisioning further refers to theconfiguration of both hardware and software in order to activate,deactivate, modify, or change telecommunication services for thecustomer. Provisioning is not equipment, but rather consists of commandsand controls for specific telecommunication devices. Provisioning istypically performed by providing typed commands to a provisioningapplication residing on a computing server through a desktop personalcomputer, a laptop, or the like, to control telecommunication devices,allocate resources, and track and configure telecommunication services.

One or more menus and libraries may allow a user to provisiontelecommunications services utilizing voice commands. In one embodiment,a user may alternate between the one or more menus and libraries tospeak specific commands or access specific features. In one embodiment,diagnostic and provisioning commands and the associated actions may beseparately implemented. The user may alternate between menus by saying“diagnostic” or “provisioning”.

FIG. 1 is a pictorial representation of a communications environment inaccordance with an illustrative embodiment. The communication system 100of FIG. 1 includes various elements used for wireless and wiredcommunication. The communications environment 100 includes a mobileswitching center (MSC) 102, a local exchange 104, provisioning system108, a database 110, wireless devices 112 and 114, a transmission tower116, a wired network 118, a home 120, home telephones 122 and 124, and aclient 126. The different elements and components of the communicationsenvironment 100 may communicate using wireless communications, such assatellite connections, WiFi, WiMAX, CDMA wireless networks, and/orhardwired connections, such as fiber optics, T1, cable, DSL, high speedtrunks, and telephone lines.

The provisioning system 108 may be utilized to provision equipment,ports, bandwidth, connections, cards, spectrum, call features, trunks,or other resources, systems, features, devices, or services. Theprovisioning system 108 may perform provisioning for wired or wirelesssystems and devices within the communications environment 100. Thecommunications environment 100 may include any number and type ofcommunications service providers providing voice communications, data,Internet, fax, television, Internet protocol television, cable,satellite, and other data, video, media, and voice services.

The wireless devices 112 and 114 may communicate with the transmissiontower 116 using communications protocols, such as time division multipleaccess (TDMA), code division multiple access (CDMA), global systems formobile (GSM) communications, personal communications systems (PCS),WLAN, WiMAX, or other frequently used cellular and data communicationsprotocols and standards. The wireless devices 112 and 114 may includecellular phones, Blackberry® devices, personal digital assistances(PDA), mp3 players, laptops, evolution data optimized (EDO) cards,multi-mode devices, and other wireless communication devices andelements.

Communications within the communications environment 100 may occur onany number of networks which may include wireless networks, data orpacket networks, cable networks, satellite networks, private networks,publicly switched telephone networks (PSTN), the wired network 118, orother types of communication networks. A communications network isinfrastructures for sending and receiving messages and signals accordingto one or more designated formats, standards, and protocols. Thenetworks of the communications environment 100 may represent a singlecommunication service provider or multiple communications servicesproviders. The features, services, and processes of the illustrativeembodiments may be implemented by one or more elements of thecommunications environment 100 independently or as a networkedimplementation.

In one embodiment, the MSC 102 and transmission tower 116 are part of awireless network that is operated by a wireless service provider. Forexample, the control signals and operational features may be performedby the MSC 102 and the wireless signals may be broadcast from thetransmission tower 116 to the wireless devices 112 and 114. The wirelessnetwork may include any number of systems, towers, servers, and othernetwork and communications devices for implementing the features andperforming the methods herein described. The wireless network may enablecellular, data, radio, television service, or other wireless schemes.For example, the transmission tower 116 may transmit signals to cellphones, Blackberry® devices, car radios, and high definitiontelevisions.

The MSC 102 may be a switch used for wireless call control andprocessing. The MSC 102 may also serve as a point of access to the localexchange 104. The MSC 102 is a telephone exchange that provides circuitswitched calling and mobility management and may also provide GSM or PCSservices to the wireless devices 112 and 114 located within the area theMSC 102 serves. The MSC 102 may include or communicate with a homelocation register (HLR) and visitor location register (VLR) that may beused to implement different features of the illustrative embodiments.The provisioning system 108 may also be an integrated part of the MSC102, or alternatively, may be an externally connected device.

In one embodiment, the provisioning system 108 may include an integrateddatabase for storing custom voice commands, user preferences, electronicprofiles, and data. In another embodiment, the provisioning system 108,a server, or other intelligent network device may store user preferencesmenus, libraries, and voice commands, as further described herein. Theuser may communicate, interact, or send and receive voice commands tothe provisioning system 108 through the telephones 122 and 124, wirelessdevice 112 and 114, or the client 126. The MSC 102 and provisioningsystem 108 may include any number of hardware and software components.In one embodiment, the MSC 106 is an advanced intelligence networkdevice with software modules equipped to perform provisioning.

The local exchange 104, the MSC 102, and/or other elements of thecommunications environment 100 may communicate using a signal controlprotocol, such as a signaling system number 7 (SS7) protocol or TCP/IPprotocols. The SS7 protocol or similar protocols are used in publiclyswitched networks for establishing connections between switches,performing out-of-band signaling in support of the call-establishment,billing, routing, and implementing information-exchange functions of apublicly switched network or the wired network 118. The local exchange104 may be owned and operated by a local exchange carrier that providesstandard telephone service to any number of users. In one embodiment,the local exchange 104 may be a class 5 switch that is part of thenetwork systems of the local carrier. The local exchange 104 may includeor may be connected to the provisioning system 108. However, the localexchange 104 may also be a Digital Subscriber Line Access Multiplexer(DSLAM), Internet Protocol (IP) gateway, base station, or any othersuitable network access point.

The local exchange 104 may be a wire-line switch or public exchangeusing time domain multiplexing to provide telecommunications services toa particular subscriber or groups of subscribers. The local exchange 104may be located at a local telephone company's central office, or at abusiness location serving as a private branch exchange. The localexchange 104 may provide dial-tone, calling features, and additionaldigital and data services to subscribers, such as home phones 122 and124. The local exchange 104 may also enable voice over Internet Protocol(VoIP) communication of the home telephones 116 and 118 through a datanetwork. VoIP works by sending voice information in digital form, suchas packets, rather than using the traditional circuit-committedprotocols of the publicly switched network. The local exchange 104 maybe or include a feature server, a call control agent, or an IP gatewayfor implementing VoIP communications.

The communications environment 100 may further include any number ofhardware and software elements that may not be shown in the example ofFIG. 1. For example, in order to facilitate VoIP communications, thecommunications environment 100, the MSC 102, and local exchange 104, inparticular, may include additional application servers, media servers,service brokers, call agents, edge routers, gateways (signaling,trunking, access, sub, etc.), IP network service providers, adapters,exchanges, switches, users, and networks. The provisioning system 108 issimilar to the provisioning system 108 except that it is equipped tohandle voicemail for landline customers rather than wireless customers.The local exchange 104 or other components of a wire line network, suchas a data, PSTN, VoIP, or other wired network may implement the featuresand perform the methods herein described.

The provisioning system 108 may include an authentication space. Theauthentication space may be a partition, module, or other storage ormemory of the provisioning system designated by the communicationsservice provider. The authentication space may validate that a user ordevice, such as client 126, is allowed to authorize the provisioningsystem 108 to set preferences, implement commands, perform diagnostics,or perform other updates. For example, a user may be first required toprovide a secure identifier, such as a username, password, or otherauthentication code or hardware interface, to verify the user isauthorized to make changes within the authentication space.

The authentication information may be also used to create a secureconnection between the communications device and the provisioning system108. The secure connection may be a virtual private network tunnel, anencrypted call, firewall, or other form of secured communications link.The MSC 102 and local exchange 104 may use any number of gateways,proxies, applications, or interfaces for allowing the client 126 tocommunicate with the MSC 102 and local exchange 104 through the wirednetwork 118. Alternatively, the client 126 may use a wireless network orother network to access the MSC 102 and local exchange 104. The MSC 102and local exchange 104 may use a host client application forcommunicating with numerous clients and communications devices.

The home 120 is an example of a dwelling, residence, or location of aperson or group that may utilize any number of communications services.The home 120 is shown as a residence in the illustrated example,however, the home 120 may also be an office, business, structure, orother location wired or otherwise suitably equipped to providetelephone, data, and other communication services to one or morecustomers. In one embodiment, the provisioning system 108 may beaccessed from the home 120 in order to provision services for the home120 itself or for another remote location. In one embodiment, the home120 is equipped with multiple communication devices, including hometelephone 122 and client 126. The home telephone 122 may be a standarddevice that provides dialing and voice conversation capabilities. Hometelephone 122 may be integrated in any number of other devices or may beused in different forms. For example, the home telephone 122 may be partof an intercom system. In another embodiment, the home telephone 124 maybe integrated with a personal computer, such as client 126.

The communications services accessible from the home telephone 122 mayinclude standard telephone service or VoIP telephone service. The hometelephone 122 may be VoIP telephones or may be standard telephones thatinclude a modem and/or VoIP adapters for enabling VoIP communications.

The client 126 may be a personal computer for performing and executingprograms and instructions and accessing the wired network 118 or awireless network. However, the client 126 may be any computing devicesuitable for communicating with the wired network 118 through a networkconnection. The wired network 118 may be a fiber optic, cable, ortelephone network or other wired network suitable for communication overa hard wired connection with the client 126. In one embodiment, the home120 may include a wireless router, adapter, switch, hub, or othersuitable interface that allows the client 126 to communicate with thewired network 118. The MSC 102 and local exchange 104 may use agraphical user interface (GUI), such as web portal or program accessiblefrom the client 126 in order to enter and receive voice commands, anduser preferences for the provisioning system 108.

In an illustrative embodiment, the user may provide voice commands, orotherwise make selections and communicate commands using devices, suchas or similar to, wireless devices 112 and 114, home telephone 122, andclient 126.

At any time, a user may select to implement commands. For example, theuser may use a command that informs a function trigger of theprovisioning system to increase the bandwidth available through a dataconnection into the home 120, as well as, add three-way calling for thetelephone 122. In one example, the user may dial a dedicated number toaccess the provisioning system. The user may then be required to enter apass code, account code, password, pin number, or other identifier. Thecommunications and computing devices within the communicationsenvironment 100 may be utilized for any variety of interactions with thesystem 100, including correcting service orders and provisioning errors,rebuilding service orders, querying system elements to determinerespective provisioning statuses, accessing system databases, requestingvarious diagnostic reports, ordering devices, equipment and supplies,and maintaining user access and permissions.

The provisioning system 108 may be connected to any number of users orcustomers through communication links. Each communication link maycommunicated with a remote terminal (RT) which in turn is connected tothe customers via a conventional copper telephone line, fiber optic,Ethernet, cable, wireless, satellite, or other similar connection.

FIG. 2 is pictorial representation of a communications system inaccordance with an illustrative embodiment. The communications system200 is a particular implementation of portions of the communicationsenvironment 100 of FIG. 1. The communications system 200 may include anetwork operation center (NOC) 202, a client 204, a VoIP phone 206, aremote node 208, a phone 210, a client 212, a communications network214, a provisioning system 216, a cell phone 218, a handset tester 220,a personal digital assistant (PDA) 222, and a laptop 224.

In one embodiment, the communications system 200 may allow one or moreusers to provision telecommunications equipment and resources utilizingvoice commands. In particular, the voice commands may be received by theprovisioning system 216 from the VoIP phone 206, the phone 210, the cellphone 218, the handset tester 220, the PDA 222, or the laptop 224. Inaddition, the voice commands may be received through the clients 204 and212 when equipped with a microphone.

The provisioning system 216 may include any number of interactive voicemenus and libraries that may be utilized to provision resources for thecommunications network 214. In one embodiment, the one or more ranges ofthe provisioning system 216 may be configured to provision, diagnose, orcontrol inventory for the communications network 214. The user mayautomatically or manually select to interface with the provisioningsystem 216 utilizing audio, visual information and data, or acombination of audio and visual feedback. For example, the VoIP phone206 may be utilized to access the provisional system 216 to enter voicecommands. The provisional system 216 may in turn provide audioconfirmation of changes implemented based on the voice command.

In another embodiment, the voice commands communicated to theprovisioning system 216 from the VoIP phone 206 may be displayed to agraphical user interface of the VoIP phone 206 allowing the user tovisually authenticate those voice commands that are being implemented.In another embodiment, the data or text confirming the provisioning,diagnostic, or other management of the provisioning system 216 may bedisplayed to the client 204 or another device accessible by the user. Asa result, the audio and visual confirmation, cues, prompts, data, andother information may be separately displayed to the user based onconvenience. The phone 210 and client 212 may be similarly utilized tocommunicate voice commands and receive confirmation of provisioning asimplemented.

In one embodiment, the provisioning system 216 may be configured toautomatically detect whether the device utilized by the user is capableof displaying provisioned or provisioning information. For example, thecell phone 218, PDA 222, and laptop 224 may be configured to receiveaudio commands and display information from the provisioning system 216.The handset tester 220 however, may only be configured to send andreceive voice commands and audible confirmations of the additions,changes, or modifications implemented by the provisioning system 216. Asshown, the provisioning system 216 may implement the changes within thecommunications network 214 regardless of the devices utilized by theuser to send voice commands.

In one embodiment, the user may utilize any number of codes,identifiers, numbers, nicknames, shortcuts, or other information toidentify circuits, actions, or other steps that are implemented by theprovisioning system 216. For example, to expand bandwidth available to aparticular customer, the user may use a voice command to specify anaccount number associated with the customer and then a voice command,such as “increase bandwidth to 10 megabytes”. The provisioning system216 may audibly or visually display menus, commands, data, andinformation that may be utilized to carry out provisioning. A separatemenu type or list may be displayed to the user identifying the codes,phrases, voice commands, and other information that may be spoken by theuser to implement provisioning for one or more menus and libraries.

FIG. 3 is a block diagram of a provisioning system in accordance with anillustrative embodiment. The provisioning system 300 is one embodimentof the provisioning system 216 of FIG. 2. The provisioning system 300may be a server, router, switch, intelligent network device, macro,applications, or modules.

In one embodiment, the provisioning system 300 may include a processor302, a memory 304, a user preferences 306, a provision controls 307, amenu 308, a library 310, a diagnostic 312, a provisioning 314, aninventory management 316, an interactive voice response (IVR) system318, a speaker 320, and a user interface 322. The provisioning system300 may further communicate with a remote device 324, including amicrophone 326, as well as a communication system 328.

The provision controls 307 are one or more computing and control devicesfor provisioning services and resources. The provision controls 307 mayinclude any number of circuits, switches, interfaces and other similarconfiguration equipment. In one embodiment, the provision controls 307may determine the current state of the communication system in order todetermine whether the selected circuits, services and resources may beallocated. Audible or visual confirmation of the current state,availability, and limitations may be sent to the remote device 324 forfurther analysis and review. In one embodiment, the provision controls307 may suggest alternative circuits, modules, resources, solutions, andactions to achieve the desired results. Any number of confirmations,responses, and verifications may be utilized throughout the provisioningprocess to ensure that provisioning commands are properly interpretedbefore the associated action is performed within the communicationsystem 328. For example, the user may receive a prompt asking, “Pleaseverify that you want to terminate DSL service for customer number062177”.

The communication system 328 may include the communications network,controlling or management equipment, devices, software, or otherelements of the telecommunications or computing network configured toimplement provisioning. The remote device 324 is a particularimplementation of the VoIP phone 206, client 204, phone, 210, client212, cell phone 218, PDA 222, or laptop 224 of FIG. 2, individually orin combination.

The processor 302 is circuitry or logic enabled to control execution ofa set of instructions. The processor 302 may be a microprocessor,digital signal processor, central processing unit, or other devicesuitable for controlling an electronic device including one or morehardware and software elements, executing software, instructions,programs, and applications, converting and processing signals andinformation, and performing other related tasks. The processor 302 maybe a single chip or integrated with other computing or communicationselements.

The memory 304 is a hardware element, device, or recording mediaconfigured to store data for subsequent retrieval or access at a latertime. The memory 304 may be static or dynamic memory. The memory 304 mayinclude a hard disk, random access memory, cache, removable media drive,mass storage, or configuration suitable as storage for data,instructions, and information. In one embodiment, the memory 304 andprocessor 302 may be integrated. The memory may use any type of volatileor non-volatile storage techniques and mediums.

The microphone 326 is an audible input device for receiving voicecommands or signals from the user. In one embodiment, the microphone 326is integrated with the remote device 324, such as a built-in microphonefor a cell phone. In another embodiment, the microphone 326 may be anexternally linked device, such as a blue tooth headset or wirelesscommunicator that may allow the user to employ hands free operationswhile performing various tasks. For example, the microphone 326 may bean in-ear blue tooth earplug that may be utilized by atelecommunications technician in order to simultaneously performprovisioning and hands-on work in a central office network in a centraloffice, network operations center, remote node, pedestal, or otherlocations. In another embodiment, the microphone 326 may be a deviceconfigured to communicate directly with the interactive voice responsesystem 318.

The user preferences 306 are settings, parameters, or configurations forone or more users that access the provisioning system 300. The userpreferences 306 may include a profile or settings for one or more users.For example, each network operations manager employed by acommunications service provider may utilize a separate profile withinthe user preferences 306 that allows the manager to effectively inputvoice commands and implement the provisioning as required. The userpreferences 306 may include additional stored information, such asaccents, preferred commands, shortcuts, identifiers, or otherinformation that may be linked by a specific user for performingcustomized actions or tasks. For example, a network operations managermay frequently diagnose the performance of routers and trunks leavingthe network operations center, and as a result, the manager may havecreated a voice command that returns information about all routers andtrunks by speaking voice command “return NOC output”. One or morecommands may be linked or abbreviated based on the configurations ofeach user. The configurations may be created audibly utilizing theinteractive voice response system 318 or based on user selectionsinputted textually through the remote device 324.

The menus 308 are the hierarchy and controls utilized by theprovisioning system 300 to send commands to the communications system328. The communications system 328 may receive commands to implementspecific tasks, actions, or features utilizing circuit commands, macros,packets, or other data information or signals communicated to thecommunications system 328 from the provisioning system 300. In oneembodiment, the provisioning system 300 may include a transceiver orinterfaced configured to send the provisioning codes, commands, orsignals to the communications system 328. The transceiver may also beconfigured to translate or convert the voice commands into a particularformat, standard, or protocol utilized by the communications system 328.

The library 310 are collections of voice commands for implementing aparticular type of action. As shown, the menus 308 and the library 310may include any number of actions, grouping, sections, or hierarchy forimplementing the overall provisioning of the communications system 328in an ordered manner. In one embodiment, the menus 308 and the library310 may include the diagnostic 312, the provisioning 314, and inventorymanagement 316 sections, categories, menus, libraries, or types.

In one embodiment, the user may be required to speak the category ofmenu or library to be utilized, such as diagnostic 312, provisioning314, or inventory management 316. As a result, different voice commandsand actions may be associated with each of the menus 308 and the library310. For example, by verbally speaking “diagnostic”, the voice commandsimplementing diagnostic commands may be activated. Similarly, theprovisioning system 300 may present specific prompts, feedback, andinteractions from the menus 308. Users may be able to switch between thedifferent menus 308 and library 310 by speaking the specific menu orlibrary that may be utilized. For example, by saying “provisioning” 314the user may be prompted with the following question: “What type ofsystem do you need to provision today?” The user may then select toenable a new residential phone line that has been recently installed byspeaking “diagnostic” 312, the voice command for diagnostics within thelibrary 310 may be activated, and similarly, prompts relating todiagnosing problems, returning results, or otherwise troubleshooting,the network may be presented to the user based on communications betweenthe interactive voice response system 318 and the remote device 324.

In some embodiments, the menus 308 and libraries 310 may have duplicateor crossover voice commands. For example, when a user selectsprovisioning 314 to enable a new data connection, the inventorymanagement 316 may order or note that one or more data modems have beeninstalled at the customer's premises based on the activation of the datainterface or connection. The inventory management 316 tracks theequipment devices and inventory utilized to provide any number ofservices, features, and conductivity performed by a communicationsservice provider.

The inventory management 316 may also be configured to track personnel,vehicles, and other valuable resources of the communications serviceprovider for providing real time feedback to managers, schedulers,coordinators, and other personnel. The interactive voice response system318 is a device or software that reads the voice commands communicatedfrom the remote device 324 as received from the user. The interactivevoice response system 318 may convert the commands into a format usableby the communications system 328 based on feedback or reference to themenus 308 and library 310. In particular, the interactive voice responsesystem 318 may include a text-to-voice application operable to readinformation and data to the user.

The provisioning system 300 may also include a speaker 320. The speaker320 is an audible interface device for providing feedback regardingimplemented voice commands. In particular, the speaker 320 may playbackinformation regarding the diagnostic 312, the provisioning 314 and theinventory management 316, as implemented.

In some embodiments, the provisioning system 300 may be in a centrallocation or other facility, location, or building that may allow fordirect user interactions. As a result, the user interface 322 and thespeaker 320 may allow direct interaction. The user interface is aninterface device for displaying and receiving user information. Inparticular, the user interface 322 may include a mouse, scroll wheel,keyboard, touchpad, or other similar devices for receiving user inputand displaying information.

In one embodiment, the provisioning system 300 may be a centralizedapplication or macro that may be also locally stored and executed bydevices, such as the remote device 324. As a result, the locallyexecuted provisioning system or software may communicate with thecentrally located provisioning system 300. In one embodiment, the menus308, the libraries 310, as well as the interactive voice response system318 and user interface 322, may be implemented as part of a provisioningapplication stored within the memory 304 for execution by the processor302. In other embodiments, the different elements may be logic,including hardware, software, or a combination thereof, that implementsthe features as herein described.

FIG. 4 is flowchart of a process for provisioning based on voicecommands in accordance with an illustrative embodiment. The process ofFIG. 4 may be implemented by a remote device 400 and a provisioningsystem 402. The process may begin with the remote device 400communicating remote access information from a user (step 404). Theremote access information may include a user name, password, accountnumber, or other identifier for the user. In one embodiment, the remoteaccess information may be a dedicated phone number, such as a “1-800”number that the user may call to implement provisioning.

Next, the provisioning system 402 verifies the remote access informationand authenticates the remote user (step 406). The user may be requiredto be authenticated in order to ensure that only authorized personnelmake changes within the communications network and system.

Next, the remote device 400 receives a verbal selection of a menu fromthe user and communicates the verbal selection to the provisioningsystem (step 408). In one embodiment, the user may be required tospecify a category or type of actions implemented by the provisioningsystem 402. For example, the verbal selection may be diagnostic,provisioning, inventory management, personnel, equipment, or othersimilar categories. In another embodiment, the user may not be requiredto provide a selection of the menu and instead be automatically givenvoice commands.

Next, the provisioning system 402 activates a library associated withthe selected menu (step 410). The library may include a specific voicecommand or other features that are distinctive for each menu. Forexample, different voice commands or similar words may have differentcontext or meanings based on whether the user is performing diagnostics,provisioning circuits, bandwidth, features, services, or applications.For example, the voice commands available to the user for runningdiagnostics and provisioning may be distinct. Similarly, switchingbetween menus may provide a more orderly methodology for implementingtasks and work projects.

Next, the remote device 400 receives one or more voice commands from auser (step 412). The user may specify one or more commands based onconditions, parameters, and configurations allowable by the provisioningsystem 402. In one embodiment, the provisioning system 402 may onlyimplement a single command or type of command at a time. In anotherembodiment, the user may speak any number of commands for subsequentimplementation.

Next, the provisioning system 402 provisions the telecommunicationscircuit based on one or more voice commands (step 414). As previouslydescribed, provisioning may include running diagnostics, provisioningcircuits and managing software, managing inventory and other processesthat may be related to managing services provided by the communicationsservice provider. Next, the provisioning system 402 determines whetherthere is audio only (step 416). The determination of step 416 may bemade based on analysis of the remote device 400. For example, the remotedevice 400 may be a cell phone that is only configured for voicecommunications.

In another embodiment, the remote device 400 may be a laptop that isconfigured for both voice communications and displaying information. Thedetermination of step 416 may alternatively be made based on feedbackfrom the user. For example, even if the device is capable of receivingand displaying information, the user may select to interact with theprovisioning system exclusively through a voice recognition system. Ifthe provisioning system 402 determines to utilize audio only in step416, the provisioning system 402 communicates the results of theprovisioning audibly (step 418). The remote device 400 outputs theresults to a user (step 420). The remote device 400 may output theresults utilizing a speaker, headphones, or other audible communicationssystems. If the provisioning system 402 determines not to utilize audioonly in step 416, the provisioning 402 communicates the results of theprovisioning audibly and/or as data (step 422). The remote device 400communicates the result to the user (step 424).

The communication and feedback of steps 418 and 422 may be implementedat any time as the user provides voice commands. For example, if thevoice command is not understood, the provisioning system 402 may send amessage to the user through a remote device 400 requesting that the useronce again speak the voice command. The results displayed in step 422may include a summary or confirmation of provisioning implemented by theprovisioning system 402.

While various embodiments of the present invention have been described,it will be apparent to those of skill in the art that many moreembodiments and implementations are possible that are within the scopeof this invention. Accordingly, the present invention is not to berestricted except in light of the attached claims and their equivalents.

What is claimed is:
 1. A method for provisioning communicationsservices, the method comprising: linking a remote device controlled by auser with a provisioning system; receiving an initial verbal selectionof a category of menu to be utilized by the provisioning system, whereinthe category of menu is selected from a plurality of menu categories;displaying the initial verbal selection of a category of menu on agraphical user interface; receiving one or more secondary verbalcommands associated with the category of menu initially selected,wherein the secondary verbal command is selected from a plurality ofsecondary verbal commands associated with the initially selected menucategory; suggesting a plurality of solutions and actions associatedwith the one or more secondary verbal commands; receiving an actionselection from the user; and performing the selected action associatedwith the one or more secondary verbal commands in the provisioningsystem to provision the communications services.
 2. The method accordingto claim 1, wherein the remote device and the provisioning system arelinked through a dedicated phone line.
 3. The method according to claim1, wherein the remote device is a Voice over Internet Protocol (VoIP)phone, and wherein the VoIP phone is configured to display theconfirmations in response to the user input.
 4. The method according toclaim 1, wherein the user is authenticated as being authorized to accessthe provisioning system.
 5. The method according to claim 1, wherein theplurality of menus and the plurality of secondary verbal commandsinclude at least diagnostics, provisioning, and inventory.
 6. The methodaccording to claim 1, further comprising: communicating a responseindicating to the user whether the action was performed.
 7. The methodaccording to claim 6, wherein the response is a text-to-voice conversionperformed by the provisioning system.
 8. The method according to claim6, further comprising; determining whether the remote device isconfigured to receive visual information; and automatically displayingthe one or more commands and the response to the remote device inresponse to the user input and determining the remote device isconfigured to receive visual information.
 9. The method according toclaim 1, wherein the action is associated with the one or more verbalcommands utilizing speech recognition.
 10. The method according to claim1, wherein the user associates each of the plurality of voice commandswith a voice of the user and one or more of a plurality of actions. 11.The method according to claim 1, further comprising: determining acurrent state of the provisioning system; and configuringtelecommunications circuits and services utilizing the provisioningsystem to perform the action.
 12. A voice controlled provisioningsystem, the system comprising: a voice response system for detecting oneor more verbal commands received from a remote device operated by auser; a graphical user interface for displaying the one or more verbalcommands received from the remote device; a plurality of categories ofmenus in communication with the voice response system, the plurality ofcategories of menus being selected based on an initial voice command; aplurality of command libraries associated with each of the plurality ofcategories of menus, the libraries including a plurality of secondaryvoice commands associated with one or more actions; and a control incommunication with the voice response system, the control beingconfigured to select a category of menu based upon an initial verbalcommand and suggest a plurality of solutions and actions associated withthe selected category of menu based upon the one or more secondaryverbal commands to provision communications services, the control beingfurther configured to receive an action selection from the user andperform the selected action to provision communications services. 13.The system according to claim 12, wherein the voice response systemsends a confirmation of the communications services provisioned, andwherein the control sends a command to one or more remote devices forimplementing the provisioning.
 14. The system according to claim 12,wherein the voice response system utilizes speech recognition todetermine the action associated with the one or more verbal commands,wherein only the voice commands of the selected library and menu areavailable to the user.
 15. The system according to claim 12, wherein theprovisioning system determines whether the remote device is operable todisplay information to the user, and wherein the provisioning systemautomatically sends the confirmation to the remote device for display tothe user in response to determining the remote device is operable todisplay the information.
 16. The system according to claim 12, furthercomprising user preferences in communication with the voice responsesystem, wherein the user preferences store information for implementingthe one or more voice commands based on user input, and wherein theplurality of menus and the plurality of libraries include at leastdiagnostics and provisioning.
 17. A voice controlled provisioningsystem, the system comprising: a processor for executing a set ofinstructions; a non-transitory memory for storing the set ofinstructions, the set of instructions being operable to: link a remotedevice controlled by a user with a provisioning system; receive aninitial verbal selection of a category of menu to be utilized by theprovisioning system, wherein the category of menu is selected from aplurality of menu categories; display the initial verbal selection of acategory of menu on a graphical user interface; receive one or moresecondary verbal commands associated with the category of menu initiallyselected, wherein the secondary verbal command is selected from aplurality of secondary verbal commands associated with the initiallyselected menu category; suggest a plurality of solutions and actionsassociated with the one or more secondary verbal commands; receive anaction selection from the user; and perform the selected actionassociated with the one or more secondary verbal commands in theprovisioning system to provision the communications services.
 18. Thesystem according to claim 17, wherein the set of instructions arefurther operable to switch between a plurality of menus in response to averbal command.
 19. The system according to claim 17, wherein the set ofinstructions are further operable to: display information regarding theaction to the remote device in response to the user input and adetermination the remote device is operable to display the information;and associate each of a plurality of voice commands with a voice of theuser and one or more of a plurality of actions.
 20. The system accordingto claim 17, wherein the set of instructions are further operable to:audibly play information to the remote device about the action, whereinthe voice controlled provisioning system includes a plurality of menusand a plurality of libraries comprising at least diagnostics andprovisioning.